Thank you for your interest.
Our counselor will contact you soon.
Certificate Program In Customer Service Management
Customer interaction has assumed a far greater role in digitally connected world. The volume of customer interactions for a modern organization has risen to an unprecedented number. It is now critical for a firm to streamline the way customer interactions are carried out and train the personnel in effective customer service to derive maximum customer lifetime value.
This pioneering programme from one of leading B-Schools in India; iLEAD in collaboration with IIM Rohtak, provides unique opportunity to firms as well as executives and job seekers. The programme, Customer Service Management, caters to very specific function and aims to allay the challenges customer facing executives face.
The benefits of the programme are:
Teaching through real life scenarios
Very targeted and carefully selected curriculum
No other programme for the particular target from any premier B-School
Participants get an edge in very crowded and competitive space
Programme Objectives:
Premium certification from one of the leading B-Schools in India
Teaching through real life scenarios and case studies
Prepare participants for increasingly demanding customer service landscapeÂ
Faculty
The IIMR faculty includes a blend of academic excellence and Top management industry experience.
Ask your query
91.8334878444/ +91.8335866691/ +91.9830015207/ +91.33.40182000/02
professional.courses@ilead.net.in
Quick Look
- Eligibility Criteria Open or Close
Graduates (10+2+3) / Post Graduates in any discipline with min. 50% marks [aggregate - considering results of all years (e.g. 3 or 4 together)] recognized by UGC/AICTE.
Maximum 5 years of work experience
Selection Criteria
Retail Applications + credentials and Corporate Nominations
Selection will be: i) Highly Selective ii) Selective iii) Moderate
- Course Structure Open or Close
Course Content
CSM Overview    Understanding CSM
   Impact, Customer Lifetime value
Managing customers    Portfolio
   CLV management
   Customer profitability
   Loyalty programs
Customer lifecycle    Acquisition
   Retention
B2C customers Customer Satisfaction    Concepts and metrics
   Building trust
Communication    Managing Interactions
Managing Grievance/complaint Pricing fundamentals    Price, Costing, Margins
Leveraging Customer relationships    Delighting customers
OB/HR Â Â Â Team building, motivation
Pedagogy:
Theory & Practical Inputs
Case study approach.
Assignments, E-Learning, & Business Simulation
- Course Fees Open or Close
Program Fees
For Indian Students Application Fee INRÂ 2,300/- (inclusive of S.Tax) Program Fee INR 32,000/- + Service Tax Courseware/Study Material Fee INR 1,500/- + Service Tax Total Fee INR 33,150/- (without Application Fee) Service tax will be charged at prevailing rates (currently 15%).
Important Dates
Last Date of Application: 18th October, 2016
Last Date for Payment of Fees: 14th November, 2016
Academic Briefing:Â TBD
Class Start Date: 15th November, 2016
Installment Schedule:
I 14th Nov 2016 INR 17,500/- + S.Tax II 14th Dec 2016 INR 16,000/- + S.Tax - Application Process Open or Close
Please fill in your contact details in the form and our sales team will get in touch with you shortly.